CityWest Explains Cause of TV Outage

Posted: August 03, 2018

CityWest would like to thank its customers for their patience as they dealt with an outage affecting all TV channels yesterday.

The issue was caused by equipment that stopped communicating properly with a signal coming in from one of CityWest’s new suppliers.

CityWest has taken full responsibility for the outage, and is taking steps to strengthen its network. Already, its experienced technicians have hard-coded improvements into the equipment, and installed fail-safes to ensure it communicates properly with supplier material.

“We understand the frustration of our customers, and we are sorry that our customers experienced this major impact to their services,” said Chris Marett, CEO of CityWest.

As a gesture of gratitude, CityWest is offering customers the Hollywood Suite package of channels, free for three months. With four HD channels of commercial-free content, Hollywood Suite features movies from the 1970s to the 2000s. Customers wishing to take advantage of this deal are asked to call 1-800-442-8664. (Customers who already subscribe to Hollywood Suite will automatically get it free for the next three months.)

“I’d like to thank our customers for their loyalty as we go through these growing pains of implementing new technology,” said Marett. “I’d also like to thank our staff, from the customer service representatives to the technicians, who worked hard and late to restore services.”

A big thank you to CityWest for their support and service last week to troubleshoot both cable/pvr and internet issues. On the phone, support staff were friendly, knowledgeable, patient and helpful. Service was prompt, both with call backs and house calls...and I felt that each staff member went above and beyond to provide excellent service. It is obvious that friendly service and customer satisfaction are priorities at CityWest - at the counter, on the phone and in my home. I am a loyal customer because they care.

Marianne Wick
Prince Rupert

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